WELCOME TO ‘SPOTLIGHT’ … THE LATEST NEWS FROM THE HOUSING TEAM
RESIDENT FEEDBACK SUMMARY
Thank your for your input!
On behalf of myself Lisa Barker, Head of Housing and Cllr Helen Adkins, our Portfolio Holder for Housing, I would like to say a very big thank you to all residents who attended our first Tenants Together event at Warwick Racecourse. I really enjoyed meeting you and appreciate your time and involvement in the day.
Your comments, feedback, and suggestions have provided us with valuable insights into what matters most to you and the changes you’d like to see.
We held two key sessions during the day:
1 General Housing Services – Discussions on customer service, home safety, communal spaces, and communication.
2 Repairs & Re-Procurement – A focused session on how we can improve the repairs service as we re-contract it.
All the information and feedback we gathered on the day is being used to inform our housing service and will help us to continue to improve it. Members of our Residents Influencing Group will be integral in taking key actions forward.
Session 1: General Housing Services
What’s Working Well?
Customer Service – Many tenants appreciate the helpfulness of staff and improvements in response times.
Home Safety – The majority of residents feel safe in their homes and appreciate security and maintenance efforts.
Tenant Engagement – There was strong support for tenant participation and the opportunity to share feedback.
Service Review – Residents welcomed the structured review of service pathways, including repairs, antisocial behaviour (ASB), tenancy changes, and complaints handling.
What Needs to Improve?
Communal Area Maintenance – Some shared spaces need better upkeep, faster responses to fly-tipping, and improved cleaning services.
Communication & Listening – Some residents feel their concerns are not always acknowledged, and updates are not always clear.
Repairs Process – Some tenants experience delays in booking standard repairs, follow-ups, and communication about progress.
Service Standards – Residents want clearer information on what to expect from services, including response times and escalation procedures.
Session 2: Repairs & Re-Procurement
As part of our repairs contract re-procurement, we gathered feedback on how to shape a better, more responsive repairs service. Over 45 tenants joined this discussion, and additional feedback was collected via email.
Getting in Touch
Some tenants find it easy to report repairs via phone and online forms.
Many tenants are confused about who to contact, updates take too long, and jobs aren’t always completed the first time.
Suggested Improvements: Clearer contact points, faster updates, and exploring live chat/text updates.
Appointments
Emergency repairs are handled quickly, and tenants receive reminders.
Long appointment windows, delays in booking, and last-minute cancellations by contractors.
Suggested Improvements: Shorter time slots, evening/weekend options, and stricter rules for cancellations.
Tracking Repairs
Some tenants like online tracking but want better updates.
Tenants don’t always know what’s happening, and some prefer speaking to a person.
Suggested Improvements: Online tracking system, text updates, and ensuring phone options remain.
Satisfaction Surveys
Tenants appreciate being asked for feedback.
Not everyone receives a survey, and some feel feedback doesn’t lead to change.
Suggested Improvements: WDC to handle surveys, ensure feedback drives action, and provide multiple response options.
What Matters Most to You?
Top priorities for a better repairs service:
Fix problems right the first time.
Keep appointments and communicate changes promptly.
Clear service standards.
Respect for tenants’ homes – contractors should wear shoe covers and clean up.
Suggested Improvements: Stronger contractor rules, improved communication, and clearer service expectations.
Next Steps: ‘You Asked, We’re Doing…’
Your feedback is now with the relevant teams and contractors, who will use it to shape future service improvements.
What Happens Next?
• Your suggestions are being reviewed to determine what improvements can be made.
• Future newsletters will include a ‘You Asked, We’ve Done’ section, showing how your feedback has influenced decisions.
• We will continue working with tenants to refine services and ensure your voice is heard.
In connection with the new repairs and maintenance service and contract we will:
• Discuss feedback from the residents in workshops being held to prepare the specification of requirements.
• Seek the views of residents regarding the changes we are proposing to make improvements
• Consider how we can take account of our residents’ voice in the evaluation of contractors submissions.
Making a complaint
Warwick District Council’s housing team and our contractors are committed to delivering an excellent service for all of our tenants. Whilst we also work to meet your needs, we recognize that on occasions the services provided by contractors may fall below your expectations. If this is the case, it is important that you contact us as soon as possible, as we may be able to resolve it or put the issue right.
However, if you are still unhappy, you can make your complaint by:
• Submitting a complaint form
• Email: complaints@warwickdc.gov.uk
• Phone: 01926 958845
• Post: Warwick District Council, Town Hall, Parade, Royal Leamington Spa CV32 4AT
• In person to any member of staff or elected member
Tenant Satisfaction Survey
Your views matter, there’s still time to take part in our annual tenant satisfaction survey visit www.warwickdc.gov.uk/tsm25 or scan in the code. Closing date Monday 31 March.
Stay Involved!
We value ongoing engagement. If you have additional feedback or would like to be involved in shaping services, please contact us at talktohousing@warwickdc.gov.uk
Thank you again for your participation and commitment to improving Warwick District’s housing service!
